FAQ

How do I place an order on merwstore.com?

Browse merwstore.com by exploring our homepage content, or via the main navigation and dropdown menu. You can also use the search bar if you know what you are looking for.

On the product pages, choose your size and color (if needed), then click on "add to cart”, or “Buy It Now” if you are ready to complete your purchase, You will then be guided through the checkout process.

 

Can I cancel or modify my order?

If you wish to cancel or modify your order, please call us at +971556011661 or send an email to support@merwstore.com Please note that orders cannot be cancelled or modified after they have been dispatched. 

 

Do I need to create an account to place an order?

You can shop at merwstore.com without creating an account by using the Guest Checkout option.

However, we recommend you create an account as it allows you to:

• Track your orders and review past purchases
• Receive online credit into your account 
• Store multiple shipping and billing addresses to expedite your checkout
• Save the contents of your shopping bag for later
• Access your current order details and history
• Book and review returns
• Add items to your wishlist
• View and share your wish list with family and friends
• Update your contact and personal information

 

I forgot the password to my account. What do I do?

If you have forgotten your account password, please click ‘Forgot Password’ on the ‘Sign In’ page and follow the instructions sent via email. 

 

I cannot access my account. What do I do?

If you are unable to access your account please reset your password. Alternatively, please email support@merwstore.com for assistance. 

 

Is my personal information kept private?

Yes, merwstore.com is committed to data protection and your information will only be shared with necessary third parties who also abide by data protection law. For more information please refer to our Privacy Policy. 

 

Is warranty available for merwstore.com products?

Yes, merwstore.com providing 1 Year limited warranty for all products. (Warranty on applicable products becomes invalid if the product(s) has been opened or tampered by an unauthorized person/other service center. Physical Damage items are not covered under warranty.)

 

Which payment methods do you accept for online purchases?

Merw Store accepts the following forms of payment for online purchases:

• Visa
• Mastercard
• Cash on Delivery (“COD”) only for UAE.
• Merw Gift Cards

For all credit and debit card purchases, your billing address must match the address on file with your financial institution. Please note, we only accept local currency for COD purchases.

 

When will my debit or credit card be charged?

Your debit or credit card will be authorized for the full order amount for verification purposes at the time you submit your order. The transaction will be charged to your debit or credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping. 

 

Which shipping options are available within the UAE and what are the shipping fees?

A Free Express service provided by FETCHR is available on all orders placed online within the UAE. UAE orders may take approximately 2 -5 business days for delivery (depending on your location).

 

Do you ship internationally and what are the shipping fees?

At the moment, we do ship to KSA only. Express service provided by FETCHR is available on all orders placed online within the UAE. UAE orders may take approximately 2 -5 business days for delivery (depending on your location). Shipping cost depends to the product weight. 

 

Which courier service do you use?

We use Fetchr for all deliveries. After your order has been dispatched, please arrange a suitable drop off time and locaiton with them. 

 

When I will receive my order?

Once an order is successfully submitted online, we will proceed it on the same day (if order placed before 2 pm) or next day, except Friday and UAE public holidays. Once your order collected by Fetcher courier, you will receive SMS and Email with link to confirm your location and choose delivery date and time.

 

How do I request to return an item?

To request a return:
• Contact us via phone, email, contact us page to submit your request.

• Provide us order details, such us: order ID, Your Name, Contact Number.

Once the request is reviewed and approved by merwstore.com, our shipping partner Fetchr will contact you to confirm the time and pick up location for your return package.

 

When will I receive my refund? 

Purchases made using debit or credit cards (Visa, MasterCard or American Express) will be reimbursed on the same card as utilized at the time of payment. Depending on your financial institution, please allow additional days for the refund to appear in your account. 

Purchases made by COD will be reimbursed in the form of store credit (valid for 3 months) into your online account redeemable online only on merwstore.com. Credit will be desposited within 2 working days.

Purchases made using more than one payment method such as credit card and Gift Card will be returned in form of online store credit (valid for 3 months). 

Please note the original shipping charges and custom fees and taxes, if any, incurred at the time of purchase are non-refundable.